Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I retired recently and am attempting to transfer my retirement accounts to an IRA with my personal financial advisor. The company my former employer uses for retirement planning services of the employee/employer contributions, MIssionsquare (formerly **** Retirement Company) will not process the transfer request that I submitted and they received on February 14, 2023. There is no communication from them at all and each time I call to get an update I am told something different about my request. I was first told on 2/22/23 that they didn't have it and then after some discussion with the rep, it was determined they did in fact have it and it would take 5-7 business days to process so it should be done by Friday 2/24/23. On 2/28/23 nothing had happened and I called in again and was told they didn't have the paperwork, then yes they did but nothing has been done yet and the rep said he would escalate the request. I asked to speak to manager but was disconnected while on hold. I called back on 3/1/23 to get update and all she could tell was they had it and it was an "escalated" case. I called again on 3/2/23 and was told the request had been overlooked or they didn't see it, etc and was told it would now be 10-15 business days to process. I then contacted my former employer who has since called twice. The first time she was told they had the paperwork and hoped to have someone looking at it within the next day or two. Two days later (3/8/23) she called again and this time spoke to someone who told her the paperwork wasn't signed by the employer and was adamant nothing would happen unless it was signed. My employer has not had to sign the rollout form in the past 18 years or more. The form even states no employer signature is needed if Missionsquare had been notified of my last day, which they have. I've done everything necessary to get MY money and they won't release it. That is illegal! Complaint has been filed with Dept of Labor.

  Business Response

  Date: 09/19/2023

  September 19, 2023

  Dear Dispute Resolution Team:
  
  This letter is in response to your letter dated March 8, 2023, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).
  
  According to your letter, the BBB received a complaint from an individual stating they were not able to transfer funds owed to them from accounts held by MissionSquare Retirement.
  
  Upon research into this matter, please be advised the issue has been resolved and the individual’s funds were withdrawn from MissionSquare and transferred in full per their request.
  
  If you have any questions or concerns, please feel free to contact me at the contact information provided below.
  
  Sincerely,
  
  Managing Vice President
  Client Experience Operations
  

• Initial Complaint

  Date:03/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried for 3 weeks to get access to my account, which holds my retirement funds. I’ve called three times and described the problem and I’m told that someone will contact me to resolve the problem. Yet I’ve received no contact back. This company holds my funds but because of a technical glitch on the account I am unable to sign on to the account and access the funds which are rightfully mine. This is ridiculous and unconscionable! The staff I speak with on the phone are not rude, they just can’t help me and promise that someone else will fix the glitch. I’m tired and frustrated. I need help!

  Business Response

  Date: 08/24/2023

  August 23, 2023

  Dear Dispute Resolution Team:
  

  This letter is in response to your letter dated March 8, 2023, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).

  According to your letter, the BBB received a complaint from an individual stating they could not log in to access funds in an account held by MissionSquare Retirement. Upon research
  into this matter, please be advised the issue has been resolved and the individual has full access to their account.

  If you have any questions or concerns, please feel free to contact me at the contact information provided below.
  

  Sincerely,
   
  Managing Vice President
  Client Experience Operations

• Initial Complaint

  Date:03/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got divorced back in August of 22. I have been trying to complete the qdro for my *** and *** since then. I have been contacted by the qdro department one time in the 7 months of trying to get this completed. After dealing with this it is hard to see me going to another employer who uses this service. I've been given excuses that the system changed over in October and that's why there has been no response even though I started trying to contact them two months before that. I have contacted the customer service line to request call backs that never come and the issue was supposed to be escalated with no help either. I just want this process to be over since at this point it will most likely be a whole year after starting this before the account is distributed like was started back in August.

  Business Response

  Date: 09/08/2023

  September 6, 2023

  Dear Dispute Resolution Team:
  

  This letter is in response to your letter dated March 5, 2023, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the
  BBB”).
  

  According to your letter, the BBB received a complaint from an individual stating they were having difficulty with a Qualified Domestic Relations Order (QDRO) involving funds held in an
  account by MissionSquare Retirement. Upon research into this matter, please be advised the issue has been resolved and the funds have been withdrawn.
  

  If you have any questions or concerns, please feel free to contact me at the contact information provided below.
  

  Sincerely,

  Managing Vice President
  Client Experience Operations

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  QDRO attorney sent all information necessary (including court order) for divorce settlement of funds from my ex husbands retirement back on October 14th 2022. i contacted Mission Square in November to get a status and agent stated it would take 30 days to complete. called after 30 days for status and was told it was still pending. i was told ******** was in charge of qdro cases and given a phone direct phone number. i as well as my ex husband have left several messages and have never recieved a call back. in January of 2023 called and spoke to another agent stating the paperwork was recieved on November 28 2022 and can take 8 to 12 weeks to process.. contacted company again after 15 weeks and was told it was still pending and would be completed by Febuary 27 2023. still no contact. called again today 3/1/23 and was told case is on hold. i am beyond frustrated with all the excuses. and find this to be very unprofessional. so many more excuses as well as lies have been told but that would mean that i would write a book. there is already a court order and no dispute. why is this taking so long. just distribute the money!

  Business Response

  Date: 09/05/2023

  September 1, 2023

  Dear Dispute Resolution Team:
  

  This letter is in response to your letter dated March 1, 2023, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).
  

  According to your letter, the BBB received a complaint from an individual stating she has not been able to receive a QDRO distribution from an account with MissionSquare Retirement.
  

  Upon research into this matter, please be advised the issue has been resolved and the individual received her distribution.
  

  If you have any questions or concerns, please feel free to contact me at the contact information provided below.
  

  Sincerely,
   
  Managing Vice President
  Client Experience Operations

• Initial Complaint

  Date:02/28/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 10, 2022 my ex-wife and I jointly submitted a Qualified Domestic Relations Order to ************* Retirement so that I could obtain my portion of her IRA money (see Item1 attachment). After more than 60 days of waiting, during which time I called them and had to leave a message for callback but never received a callback, I sent another email (see Item2 attachment). Again, I received no response. I got my divorce lawyer involved and she got the QDRO signed by a judge and she sent that to *************. They responded with an enrollment form and a withdrawal form for me to fill out. I immediately completed both forms and sent them back to *************. They responded with an email that verified they had received my submission. If also said that if I had not heard back from them within 10 business days about the status of the case to call them or send them email. Well, I did not hear from them. So I called the phone number they had supplied and the call failed - three times I tried on different days - always failed. So I wrote an email and sent it to the address they had specified and that failed as well - no such email location! So I used the address on the last email I had received from them and then the email went through. It has been a number of days since that email was sent and I have not heard back from them. ************* Retirement is extremely unprofessional in their communications and handling of customer service. It has been months now since starting the QDRO process. I am losing a significant amount of money in dividends while they neglect to complete the process.

• Initial Complaint

  Date:02/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mission Square Retirement (Formerly *******) administers my employer's deferred compensation plan. It appears that there was a transition in October 2022 and that is where the problems began. They could not locate the payroll contribution files that my employer sent. There were a total of 6 payroll files that were not posted until January 2023. In addition, they have not adjusted any gains or losses back to the original market dates of the file transfer. Myself and other coworkers have tried to contact them but we have clocked hold times up to six hours. The new website is not user friendly, it took me days to try to login, I've also heard other's complain about the same thing. There are old accounts that I used to participate with but no longer and the dashboard on the website shows that I'm still an active participant. I got lucky and spoke to a representative and the issue had to be escalated but I have not received a call back and the incorrect account is still showing. I am very nervous about my retirement savings in this company. I feel like something shady is going on and unfortunately it's my life savings. My employer meets with them weekly but they are not having any success. They are discussing legal action against this company. This is critical and I don't know all the avenues but this has to be illegal and I will also file a complaint with SEC. Mission Square needs to be audited. I'm afraid that this company is going to go belly up with over 7K clients and many people will lose their money.

  Business Response

  Date: 08/28/2023

  August 24, 2023

  Dear Dispute Resolution Team:

  This letter is in response to your letter dated February 26, 2023, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).

  According to your letter, the BBB received a complaint from an individual stating their account held by MissionSquare Retirement was not properly credited. Upon research into
  this matter, please be advised the issue has been resolved and the funds have been correctly credited.

  If you have any questions or concerns, please feel free to contact me at the contact information provided below.

  Sincerely,
  

  Managing Vice President
  Client Experience Operations

• Initial Complaint

  Date:02/22/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My former employer used MissionSquare for the retirement account. When I left that position I asked MissionSquare to rollover my account to my personal *** account. All the paper work was completed. In Dec 2022 they said that the rollover check was sent to my *** account, it never arrived. I asked them to cancel the check and in Jan 2023 they said they had sent a new check. By the end of Jan 2023 beginning of February 2023 when it had not arrived I contacted them again. In fact each week since Dec 2022 when the original check had not arrived I CCD a bunch of managers, administrators, and specialist on the same email each week, some times twice a week. They responded saying they had never completed a stop check and would cancel the check and resend again. Week 1 of Feb 2023 - No Check. Week 2 of Feb 2023 - No check. In fact they sent me a ****-R form saying the funds had been distributed to my personal account. So now we wait. I started the process in Nov 2022. Its now Feb 2023.

  Customer Answer

  Date: 02/28/2023

  ********* ********* ******* *********
  ***** ******************* *********************
  ***** **** *** *** **** ** **** **
  ******** *** *** **** * *** ******* **** *** *** ** ***** ********** ** * ******* ************ ** ******* ** **** ********* **********
  *** ****** ******** ****** ***********************************
  
  
  Greetings, 

  
  

  Here are some updates. After reporting to the BBB. The funds

  were transferred to my personal *** during the 3rd-4th weeks of February. Im not sure if reporting to BBB help to expedite the request, or if the process actually does take them 4 months to rollover. If you post my comment on the BBB website, please also include the update because all issues have been resolved. 

  
  

  Sent from my iPhone

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** changed its retirement website to Mission Square but I cannot find an entity called Mission Square on BBB so am filing with **** since it is their plan. The new Mission Square website is a mess and has many errors. Unfortunately there is no way to resolve errors by phone or secure messaging and I have a problem that needs fixing. I made an IRA contribution for 2022 on the website February 14th. The site gave me a confirmation number but no detailed confirmation like I would normally get that would show dollar amount, where invested and the year for the contribution. Important things I need for my tax return. I did not receive an email with this information either. Today all I received was a generic email saying the transaction was completed. I called their customer service and was on hold for almost a half an hour to get a person. She confirmed the contribution went into 2023 which is what I feared and I told her that was not what I entered on the website. She put me on hold to talk to "level 2" and after another hour on hold I gave up because she never came back to the phone. I called again. Was on hold for 27 minutes and talked to Virginia and she said all she could do was "start a case" for the "IRA department." She could not give me any case number or any idea how or when they might contact me. And the IRA department does not take incoming phone calls. I need this matter corrected.

  Business Response

  Date: 09/08/2023

  September 6, 2023

  Dear Dispute Resolution Team:
  

  This letter is in response to your letter dated March 25, 2023, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).
  

  According to your letter, the BBB received a complaint from an individual stating their contribution was posted to the incorrect year. Upon research into this matter, please be
  advised the issue has been resolved and the funds have been correctly attributed to the previous tax year as requested.
  

  If you have any questions or concerns, please feel free to contact me at the contact information provided below.
  

  Sincerely,
   
  Managing Vice President
  Client Experience Operations

  Customer Answer

  Date: 09/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me though it did take the business a long time to respond. 
  
  
  
  Regards,
  
  

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve sent two letters to MissionSquare and received no response. I’ve waited in the phone que for long periods. I finally talked to a woman and she put me on hold so she could check my acct. After 20 mins. on hold I was cut off. She didn’t call me back. Since Dec. I’ve been looking for an answer to my question. Mission Square has not given me the courtesy of a response. My RMD for 2022 was supposed to be $13,314/.14 for plan ******. Also, for plan ****** an RMD for $70.13 I received a check for plan ****** for $10,118.75 AND a check for $11,459.17 also for plan ****** I also received two checks for plan ***** for $53.30 and $60.32 My question is why I received four checks. I haven't cashed them because I don't know why I received them? There has been no explanation.

  Business Response

  Date: 09/12/2023

  September 10, 2023

  Dear Dispute Resolution Team:
  

  This letter is in response to your letter dated February 14, 2023, regarding a complaint filed with the Better Business Bureau of Metropolitan Washington, DC, and Eastern Pennsylvania (“the BBB”).
  

  According to your letter, the BBB received a complaint from an individual stating they were having difficulty understanding Required Minimum Distributions checks (RMDs) received
  from his two accounts held by MissionSquare Retirement. Upon research into this matter, please be advised the issue has been resolved. Also, the individual successfully withdrew all
  funds from his accounts upon his termination of employment.
  

  If you have any questions or concerns, please feel free to contact me at the contact information provided below.
  

  Sincerely,
   
  Managing Vice President
  Client Experience Operations

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately 3 weeks ago, I initiated a call to **** Retirement Corp (now Mission Square), requesting the appropriate form to roll the balance of my account to another fund. They have received at least ten (10) calls related to my account and each time I am told: 1. We don't have any documented requests in your account; 2. We can initiate one now and send it over to our email department, so they can email you correct form. 3. You can expect an email from us first time: within 8 hours; second time, within 24 hours; and all subsequent times, within 24 hours. As I write this, I just got off the phone with them (yet again!) and was told the same thing. There is no reason they should be using stalling tactics when it comes to my personal funds!!

  Business Response

  Date: 09/05/2023

  September 1, 2023

  Dear
  Dispute Resolution Team:

  This
  letter is in response to your letter dated February 20, 2023, regarding a
  complaint filed with the Better Business Bureau of Metropolitan Washington, DC,
  and Eastern Pennsylvania (“the BBB”).
  

  According
  to your letter, the BBB received a complaint from an individual stating they
  have not been able to roll over funds from their account with MissionSquare
  Retirement.
  

  Upon
  research into this matter, please be advised the issue has been resolved and
  the individual received the distribution as requested.
  

  If
  you have any questions or concerns, please feel free to contact me at the
  contact information provided below.
  

  Sincerely,
  
  **** ****
  Managing Vice President
  Client Experience Operations